Brother International Corporation

Review: I purchased my Brother MFC-8950DW October 15, 2013; December 23rd, my machine reported toner needed to be replaces. I took out the old toner, put in the new brother one and proceeded to finish my documents. Within 10 seconds time of starting up, the printed made a crunch sound and then the papers coming out were all blank. I have contacted the number for Brother to get assistance, in hopes of getting my printer fixed; have one of their a techs to come to examine the for this printer is not "little/or light" or even getting a replacement from another store. The only help I could get was "a refund on the toner" , which was all the "CSR" to me he was allowed to offer. I told him all the steps I did to assure it was not the toner, but the machine. I made it clear a toner would not fix the broken printer. He was rude and said that there was nothing he could do;brothers does not refund. So, I then called a tech, paid $125 to have him tell me what I already had tried to tell the CSR which was that was piece of the toner motor broke off (piece is still sitting on my desk). I needed a printer for my work/in desperation, I had to go out and spend money I do not have on a new printer, 12/24/13; Then, December 26/27th I received a call back from yet another tech from Brother - he said their policy would not refund, even for a two and a half old printer. Even though the toner motor was broken (which meant the machine was faulty when purchased). All they could do was replace it, which would take weeks to do - I needed a printer the first day I called - I needed help and all they offered was "replace the toner and refund the cost" - I have a small business which requires four or five hundred pages a day to print, and all the first CSR offered was that they would only offer a refund on the toner; then after three days, I received a call back offering a replacement - AFTER the fact.Desired Settlement: Full refund; label to send back the malfunction all in one MFC8950DW printer and call things even.

Business

Response:

I have been contact with [redacted] on 2/5/14. She was going to fax me a service receipt from our Authorized Service Center advising what was done and the error. I have discussed a possible swap of the machine under warranty, but I still have not received this service request. I left a follow up message to [redacted] today on 2/7/14, advising I have yet to receive this documents. I have provided my fax number ([redacted]) along with my contact number [redacted]if she had any further questions.

Best Regards,

Customer Relations

Brother International

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I purchased my Brother MFC-8950DW October 15, 2013; December 23rd, my machine reported toner needed to be replaces. I took out the old toner, put in the new brother one and proceeded to finish my documents. Within 10 seconds time of starting up, the printed made a crunch sound and then the papers coming out were all blank. I have contacted the number for Brother to get assistance, in hopes of getting my printer fixed; just needed one of their techs to come to examine the printer at the office – way too heavy for me to pick up and tote around. I even asked about getting a replacement from another store. The only help I could get was "a refund on the toner”, the "CSR" said to me he was only allowed to offer the toner refund. I explained the steps I did to assure it was not the toner. I made it clear a toner would not fix the broken printer. He became rude and said that there was nothing he could do; that the policy of brothers does not refund to anyone. So, I called a tech, paid $125 to have him tell me what I already had tried to tell the CSR, a piece of the toner motor broke off (piece still sitting on my desk). I needed a printer for my work, bought a new printer, 12/24/13; Then, December 26/27 I received a call back from another tech from Brother - he said their policy would not refund, even for a two and a half month old printer. Two months later, I received a call back offering a replacement – early February, 2014. The call was from [redacted] – he asked the same questions and I gave the same answers. He asked me to fax over the bill from the Technician and I did the following Monday, February 10, 2014; 11:56 am pacific time. I never heard anything back from [redacted], so I again faxed the same request on March 6, 2014; 12:45 pm, Pacific Time. To this day I have heard nothing back from him and the machine is still sitting on the floor of my office and the broken piece is sitting on the desk.

Translate

Desired Settlement / Outcome

Desired Outcome:

I spoke with [redacted] and he asked for something, which I provided. I asked for a refund - he said he would exchange the printer. I am still waiting. This case is not closed nor will be until I get this machine replaced or refunded. I ask for nothing more.

Review: Brother makes all of its inkjet printer in such a fashion that they consume extremely large amounts of ink whether you use the printer or not. They call this feature automatic cleaning and contend that it is to keep the printer in the best possible condition for printing excellent quality prints. This is simply not true. The automatic cleaning wastes ink at a ridiculous rate and forces the user to continually purchase ink regardless of how much printing you actually do. This feature cannot be turned off and you cannot change the settings so that it cleans less. Replacing the ink in the printer can cost anywhere from $45 to $70 depending on the store. At that rate Brother could give their printers away for free and sit back while consumers are forced to replace ink that they did not use and make a fortune!Desired Settlement: I would like Brother to refund the price of the printer and 8 ink cartridges. I would also like them to stop defrauding consumers and fix the design of their money pit printers.

Business

Response:

Dear [redacted]

The amount

of ink your Brother machine uses can vary depending on different factors, the

first of which is what you print.

Brother ink cartridges are rated at 5% page coverage, which is the

standard by which most companies measure their ink cartridge life. Of course, if you print at more than 5% page

coverage, then the life of your ink cartridges will be reduced. For example, a person who prints photographs

and complex graphics will use ink significantly faster than a person who

normally prints text-only documents.

Another

factor is the number of times your machine needs to clean the print head

nozzles. Whether you are using the

colors a great deal or very little, the Brother machine must clean all the

nozzles on the print head regularly to achieve optimum print quality. Your Brother machine uses a small amount of

ink each time it performs its routine cleaning.

This is why even minimal use of the color cartridges causes a gradual

depletion of ink. If you do not use your

color ink, it will dry in the ink jets and ultimately cause poor print

quality. In order to keep the print

quality at its best, the machine will continue to clean the nozzles as

needed. This process is common to all

inkjet machines, not only Brother inkjets.

Yet another factor pertains to using a color machine as a

PC printer. Since Brother inkjet machines offer full-color printing, the

default setting of the print driver is “Color”.

As a result, the ink colors are mixed in the appropriate amounts to

produce the selected color. Even a

document containing nothing but black text will combine all 3 colors to produce

black print. Changing your printing

preferences from “Color” to “Mono” or “Grayscale” when printing documents with

only black text or images will allow the machine to use only the black cartridge

when printing the color black, and will help avoid unnecessary color ink

consumption.

Brother has taken the fact that

ink does get used into account and designed machines with an ink jet technology

that will save consumers money. Many

other manufacturers incorporate the print head and ink cartridges into a

one-piece assembly. Even if only one

color is empty, the customer is required replace not only the print head

itself, but ALL colors contained in the cartridge as well. This typically leads

to a more expensive ink cartridge.

Brother, however, manufactures the print head and cartridges as separate

consumables. With Brother’s print head

and ink cartridge technology, you replace only the empty ink cartridge,

thus reducing your cost per page

With regard to your request for a refund, please contact the

store where the product was purchased concerning their return or refund

policies. Brother cannot interfere nor dictate refund or return policies of

retail stores.

We

hope this information is helpful to you.

If you have any further questions or concerns, please do not hesitate to

contact our Customer Support at [redacted] for any additional

troubleshooting.

Best

Regards,

Executive Office

Brother

International

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

That answer is a cop out and is false. Their printers are continually cleaning themselves and burning through ink like it is free. I only print black documents and my default settings are to print in greyscale. Furthermore, I double check these settings almost every print just to be sure I am not consuming color ink. One color print cartridge, when not printing a single color document lasts about a month before the machine starts nagging about low ink. This is simply unacceptable. Brother USA is using their cleaning cycle (something of which I, as the printers owner have no control over when and how often it runs) to line their pockets with my hard earned money.

Regards,

Business

Response:

Dear Revdex.com,

Our follow up response to [redacted] advised some simple steps how to reduce the usage of color ink cartridges. If [redacted] feels the machine is performing cleaning cycles more then normal, then he can contact our customer support at [redacted] to troubleshoot the problem. If we cannot determine the problem over the phone we can refer the customer to one of our Authorized Service Center to have the machine evaluated. However, according to the serial number we have on file U61821K7J638501 for the MFC465CN, the machine was manufactured in October of 2007, putting his machine 5 years out of the one (1) year manufacture warranty. [redacted] would be responsible for the cost at our Authorized Service Center.

With regards to the customer request for a refund, he would need to contact the place of purchase to inquire about any possible refunds. If you have any further questions I can be reached at [redacted]

Best Regards,

Business

Response:

_This letter is to follow up With regards to Revdex.com Complaint case ID[redacted], [redacted], Brother issued a second follow up to the customer. It was confirmed that his Brother MFC465CN was not operating correctly in which the print head would need to be replaced.

Sine we value our customer's an upgrade to an MFCJ47ODW was offered to [redacted] as a onetime accommodation for any inconvenience he might have experienced due to his MFC465CN not operating correctly. [redacted]found our offer acceptable. if you have any further questions or concerns I can be reached at [redacted]1700Ext. [redacted] or at [redacted]

Review: On August 23, 2015 I purchased a Brother Printer model [redacted] from an authorized Brother dealer, [redacted] I was referred to [redacted] from Brother's web site as a place to purchase this printer. Both the [redacted] web site and the Brother brochure state that this printer is compatible with the Windows 2000 operating system. However, upon receiving the printer, I was dismayed to find out that the drivers for Windows 2000 are not included on the installation CD! In fact, all the markings on the CD ROM and the product packaging list the compatible operating systems but Windows 2000 IS NOT LISTED! I have contacted Brother support NUMEROUS TIMES to try and obtain the Windows 2000 drivers for this printer to no avail. I have been given conflicting information from Brother support. They have told me that the printer is compatible with Windows 2000 and that it is not compatible. They have essentially provided erroneous information and sent me on a "wild goose chase"! I have had it with them!!!Desired Settlement: I would like Brother to refund the $159.00 I paid for this printer OR send me the CD ROM for installing this [redacted] printer on a Window 2000 computer!

Business

Response:

Dear [redacted] This letter is in response to your Revdex.com complaint that wasfiled on 9/1/15 with regards to your Brother [redacted] working with anoperating system of Windows 2000. We doapologize for any inconvenience that you might have been through. I have confirmed with our office in Japanthat unfortunately, the [redacted] is not compatible with Windows 2000. We do not make or manufacture any Windows2000 drivers for the [redacted]. With regard to your request for a refund, please contact thestore where the product was purchased concerning their return or refundpolicies. Brother cannot interfere nor dictate refund or return policies ofretail stores; however we will fully stand behind the terms of the warrantythat came with your Brother unit. Please review your Warranty Statement forcomplete details. As a good will gesture due to any miscommunication you mayhave received on your Brother product we would like to offer a set LC75 inkcartridges (Cyan, Black, Yellow Magenta) for your inconvenience. Please follow up with me at[redacted] Monday through Friday from 9:00am to 5:00 pm EST toredeem this offer.Sincerely,Mike F[redacted]Executive OfficeBrother International.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Brother's own brochures for this printer list Windows 2000 as a compatible operating system! Please find your brochures for this printer attached. I decided to purchase this printer based on these brochures and the dealers' own web site description, which also states it is compatible with Windows 2000. Now you're telling me that I have to pay [redacted] to ship it back to your dealer because Brother supplied false information in it's advertising brochures and to its' dealers? Why should I be out a cent because of your false advertising of this printer as being compatible with an operating system that you now tell me it is not?!

Regards,

Business

Response:

Dear [redacted] As we advised in our follow up response, we do apologize forany misunderstanding you might have had when purchasing the [redacted] The brochures advise to check our authorizedwebsite, www.brother-usa.com forfurther information in regards to the software operating systems. We will continue to offer a set of LC75 ink cartridge foryour trouble in the matter as we do believe it may not have been clear in thedirection. However, as we advised any typeof refund you will need to contact the place of purchase. Brother cannot interfere nor dictate refundor return polices of retail stores. Please follow up with me at [redacted]Monday through Friday from 9:00am to 5:00 pm EST toredeem this offer.Sincerely,Mike F[redacted]Executive OfficeBrother International.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Mr. F[redacted] You have not done your due diligence in this matter! What use is your offer of "a set of LC75 ink cartridge" to me WHEN I CAN NOT INSTALL THE PRINTER???! Your brochures clearly state, "Supported Operating Systems: Windows 7® / Windows Vista® / Windows® XP Professional Systems (32 & 64 bit editions) / XP Home Edition / Windows® 2000 Professional (SP4) /..." Do you see that, Windows 2000??? Don't try to spin it any other way, please! You can either come up with the drivers for Windows 2000 AS ADVERTISED, or issue a prepaid return label and a check for $159.00 for the return of the printer directly to Brother. Otherwise, I will file another complaint with the Attorney General for FALSE ADVERTISING!

Regards,

Review: I purchased a printer (the [redacted]) new from [redacted] in August of 2015. When I received it I followed the instructions to a 'T' and hooked the printer up and got it working fine. Since then I have had to call in to customer service multiple times per month due to having connectivity issues, whether on my wireless or a wired network (it makes no difference).

Every time I call in, after 30 min-1hr the issue gets resolved, although it is temporary because I end up having the same issue a few weeks later. Finally I called in December when I was having issues w/ it not connecting to the network via the cord provided. The rep could not get it working so she suggested we connect it to the wireless network which we did. Again, it worked fine for a bit and then stopped working. I called back in again. Finally on Friday 1/8/16 I spoke to a rep in the software department who said that we needed to turn the deep sleep feature off. We did so but on Sunday night (1/10) I was having it go back into 'deep sleep' and not printing. and even when it's not in deep sleep, the computer says the printer is 'not connected.'

On 1/11 I called in and spoke w/ the software department. I gave them a summary how I have tried wired and wireless and had updated the printer firmware and was still having issues and that I would like a replacement printer. He said there was nothing they could do since they get it working every time I call in. I asked for a supervisor and spoke w/ Charles V[redacted] (ID # [redacted] who again repeated there was nothing they could do and that it would have to be sent to a repair center. I have to use this printer daily for my business and cannot be without it.

After months and months of being given the run around and spending hours and hours on the phone, I am sick of dealing with Brother and want nothing more to do with them or their products. Obviously the printer is defective or the training for the employees is defective.Desired Settlement: The conflicting information I was given by customer service (contact me for more details) and the general failure to get a printer working, which should be a simple process when connecting directly to the computer (without any wireless settings involved), is unsatisfactory. I am highly dissatisfied. I want nothing more to do w/ Brother, I want a refund and I desire to go to a different company. -

Business

Response:

Dear [redacted] This email is to follow up on a Revdex.com complaint that was filed on January 11, 2016 in regards to your Brother [redacted] We are sorry to you hear about any trouble you are having with the product. With regard to your request for a refund, please contact the store where the product was purchased concerning their return or refund polices. Brother cannot interfere nor dictate refund or return polices of retail stores; however, we will fully stand behind the terms of the warranty that came with the [redacted] Please understand that under the one (1) year manufacture warranty, Brother will only replace your machine only if all of the troubleshooting has been completed. Failure to complete the troubleshooting or if the issue can be resolved by customer support, Brother will not exchange your machine with a replacement of the same model. Brother can only then recommend bringing your machine to an Authorize Service Center for Brother for a diagnostic and repair. If the Authorize Service Center cannot find a mechanical or electronic issue then the customer is responsible for all costs. I can arrange to have an in house technician contact you to make sure all the firmware and drivers are up to date on the [redacted] Sometimes this can cause the Deep Sleep issue. If the machine is still not operating correctly after this, we can then offer to replace the model with the same model. Please contact me directly to set up a day and time that is convenient for you. I can be reached Monday through Friday from 9:00am to 5:00 pm EST at [redacted] Sincerely, Mike F[redacted] Customer Relations Brother International.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:All the firmware and software has already been updated with no success. There is either a failure with the machine itself or the training Brother employees receive since they cannot keep my printer working properly. I am not sure which the problem is. It is your responsibility to ensure the customer is satisfied with your product and anything less is very poor service indeed.

Regards,

Business

Response:

Dear [redacted], Brother will stand behind the product under our warranty terms and conditions. As I mentioned before, I do need to arrange to have an in house technician contact you to see if we can resolve the issue. If the problem cannot be resolved then we would issue to replace the machine with the same model. I can be reached directly at [redacted] or at [redacted]. We can discuss a time and day that you can be reached for my in house technician to contact you. Sincerely, Mike F[redacted] Customer Relations Executive Office Brother International

Review: I purchased a Brother toner cartridge in September that ran out in less than 1075 pages, even though the TN-450 high-yield cartridges are marketed as having a capacity of approximately 2,600 pages. A second toner cartridge also ran out faster than it should have, but I have no information on the page count.

I contend that the first toner cartridge (and perhaps the second one also) was (1) defective, (2) under-filled, (3) not truly a high-yield cartridge, or (4) some combination of the three. I’ve been printing the same or similar handouts for an annual conference for many years. Never have I had such bad performance from a toner cartridge.

When I first complained to Brother via its web site, I got the equivalent of a self-aggrandizing marketing pitch rather than a response to my concerns. When I finally said that I wanted a replacement cartridge or reimbursement for the underperforming cartridge, Brother sent me an email asking me to do an absurd and unnecessarily complex test that, even if performed correctly, may or may not provide useful information about the toner cartridge currently in the machine as well as the one before it, but not the subject cartridge—the one that yielded less than 1075 pages. Brother also asked me to provide receipts and serial numbers, which I did.

When I asked that the matter be escalated to someone with authority to resolve the problem, Brother’s representatives refused. They have also fought me every step of the way. They demanded my phone number, but I insisted everything be in writing. I want a paper trail. And I am not willing to have Brother’s employees argue with me over the phone when I’m at work. I offered to send them the subject toner cartridge for inspection. They won’t accept it. They still keep pushing the absurd and unnecessarily complex test that, by their own admission, won’t tell them anything about the subject toner cartridge.Desired Settlement: I'd like (1) a replacement toner cartridge, (2) a gift certificate or equivalent for a new toner cartridge, or (3) a refund for the cost of the subject toner cartridge. (Brother has my receipt already.)

Business

Response:

Dear Revdex.com,We have tried to reach out to [redacted] on 12/4/15 to get

some additional information from the Brother [redacted] in regards to this Revdex.com

complaint. There is a report that we

will need to print out from the machine, which will tells us the page count and

the percentage of toner being applied to the print outs. Before we can issue any type of replacement toner

cartridge, we will need this report to verify how the unit is operating. Our agent left their contact information on

the follow up call and we await to hear back from [redacted] so we can attempt to

help resolve the problem.Sincerely, Executive OfficeBrother International

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

(1) Brother has already documented in writing that the absurdly complex test they ask me to perform will NOT provide information about the subject toner cartridge. The test is limited in scope to what the printer is doing now, not what it did in September—two toner cartridges ago.(2) If Brother wants customers to perform tests, they should provide a way to do it via a menu command, not something that requires "gymnastics" at the printer panel.(3) I repeatedly made it clear to Brother that I will not take their phone calls. I will not allow them to anger me while I am at work, surrounded by coworkers. Nor do I have the subject printer at work. It's at home.(4) Brother refused accept the subject toner cartridge for inspection.(5) When I subsequently notified Brother in writing of a second problem—that of the printer occasionally distorting type—Brother stopped communicating with me. It is further evidence that Brother doesn't want to resolve problems.

Regards,

Business

Response:

Dear Revdex.com,Brother will

not process a replacement toner cartridge until the internal report is printed

out and sent back to Brother for review. As we advised, this will help us

understand total pages printed, average cover toner being applied to each print

out. This will also determine if the toner cartridge in question, are not

providing the approx. page counts as we advised they should be.Our customer support provided the following steps to [redacted] on 12/2/15

to print this report out. , which are as follows:a. Ensure

that the machine is powered on and the front cover is closed. b. Press the GO button seven times. c. Turn the power switch off and open the front cover. d. While holding down the GO button, turn the power switch back on. The Drum,

Toner, and Error LEDs will light up. e. Release the GO button. The LEDs will turn off. f. Press the GO button twice. Wait for the Drum, Toner, and Error LEDs to light

again. g. Press the GO button once. The LEDs will turn off again. h. When the Error LED flashes, close the front cover. The machine will print

the Maintenance ReportI had one of our in house technician contact [redacted] on 12/9/15

via phone in regards to this Revdex.com complaint that filed, as well as a second

email to help the customer retrieve this internal report. We can set up day and time that is convenient

for [redacted] to be contacted if she is having trouble printing this report.

This is of course under normal business hours which are from Monday- Friday

from 9:00 am to 9:00 pm EST.Sincerely,Mike FifickExecutive OfficeBrother International

Consumer

Response:

Review: [redacted]

I am rejecting this response because:1. The "test" that Brother told the Revdex.com about is not the test they asked me to do. What Brother sent me is much longer, much more involved, and completely ridiculous. Brother needs to supply a menu command from its print driver program. I will gladly give them a report generated by a menu command. 2. Brother has repeatedly indicated that its ridiculous test will not provide any information about the subject toner cartridge.3. Brother refuses to take back the subject toner cartridge for testing.4. Brother refuses to address my other concern about the periodic distortion of type from the printer. 5. Brother refuses to respect my wishes when it comes to phone calls. I will not take phone calls from people who indicate via email that they do not want to resolve the problem. Why should I allow someone to anger me over the phone?

Regards,

Review: I purchased a Brother XL2600i sewing machine in August of 2013. I purchased it as the website showed it as a 5 star best model for quality of inexpensive sewing machine. I used it several times and then the bobbin thread started bunching up and making big knots of thread. I took it to an authorized dealer. He repaired it, it worked for a couple of months, it started doing it again, I went back to repair shop, I got it out a month ago working, tonight I had some straight stitching to do, and the same old problem is back. This will be the 4th time to repair shop with a warrantee going away soon and then NO help solving problem. I called Brother and asked about getting them to exchange me another machine. They said no..just repair. Once it goes out of warrentee it will cost $45 each month to repair the same problem in the bobbin casing. I want another machine. I use my machine a lot and can not be without it, I have to keep borrowing machines from friends to continue. This is not fair. I am a senior citizen that is being taken advantage of. Please help me get a new machine.Desired Settlement: I want another sewing machine to replace this bad product. I know that lemons happen and the company has this statement on their website: "Please know that Brother is absolutely committed to providing the highest quality products for our customers. Brother's decision is a reflection of that commitment and is one way Brother looks to attain customer satisfaction"

Business

Response:

Dear [redacted] This letter is to follow up from a Revdex.comcomplaint that we received with regards to your Brother XL2600i. We are sorry to hear about any trouble youare experiencing with the product. Brother will continue to stand behind the terms on thewarranty that comes with the XL2600i, which is one (1) year from the originalpurchase date for Parts, Labor and accompanying accessory items and two (2)years from the original purchase date for electronic (replacement labor excluded)and 258 years from the original purchase date for the Chassis Casting. Brother would only elect to replace themachine if either our Authorized Service Center could not fix the issue, or ifthe machine was sent back directly to Brother in which we could no fix themachine. If you are experiencing an issue with the machine sometimescontacting our customer support can help resolve the issue before bringing themachine to our Authorize Support Center. They may be reached at [redacted] Monday through Friday From 9:00amto 7:00 pm EST or via email which can be found at [redacted]. We hope you find this information helpful. Sincerely, Customer RelationsBrother International

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I made an agreement with the seller of the machine. They were very helpful and it was settled this morning.

Regards,

Review: I purchased a Brother MFC J4710dw with a written 2 year warranty as noted on the Brother website. My printer started to fail with faulty printheads and I contacted support. I just placed all brand new XL ink cartridges the day before and ran the 3 clean cycles as written to do on the Brother web site. While speaking to support on the phone, my printer showed the yellow ink was employ. I was told they would ship me some ink and then we would complete their testing of my printer. This occurred on July 17, 2014. Instead of waiting for them to mail me the yellow cartridge, I went out and purchased a brand new cartridge from [redacted] in [redacted] and I have the receipt. I recalled the support line and after waiting finally got another tech support to help. I installed the yellow cartridge as requested and now all of my cartridges including the brand new yellow cartridge I just purchased said they were empty. I told the tech support that my printer has malfunctioned and there is something wrong other than clogged print heads. I was repeatedly told that could not be possible. I politely asked to speak to a manager and while explaining what happened he kept interrupting me telling me they have to run this test and there is nothing can be done. He repeatedly told me my ink cartridges were employ, but I just put a brand new yellow one in the printer and the printer said it was employ. I can see ink in each cartridge window. Today, July 24th, I still have not received the ink so I emailed Brother asking what is happening, that I am disappointed with their warranty service, and I will be without a working printer for over three weeks. (I leave this Saturday for a medical trip). I got a reply this evening from an unnamed support person that the ink has not even been mailed out and Brother values me as a customer and they are happy to inform me about the ink cartridges.Desired Settlement: Send a new printer by August 4th or refund the price of this printer and Brother has the receipt for this printer as they requested. Brother also needs to ramp up their customer support and follow through in a timely fashion when support cases are active. I will be unreachable until August 3rd, 2014 as that day I return home.

Business

Response:

Dear Revdex.com,Brother has offered to replace [redacted] MFCJ4710DW today (August 4th, 2014). His replacement machine will arrive in two (2) business days. We will be supplying a pre-paid packing slip as well so he can return his malfunctioning machine.Best Regards,Customer RelationsBrother International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It is truly a shame and poor customer service to make a customer wait over 2 weeks for a final disposition when the product is obviously defective and needed replaced per warranty. Accepting their offer does not mean I agree with their practice of customer support.

Regards,

Review: I purchased a Brother printer and it was defective. I called their tech support and went through the troubleshooting steps which took 2 hours and the technician deemed it defective and wanted me to pay $50.00 to have it replaced with a refurbished printer. I didn't purchase a refurbished printer and I didn't have a credit card to give them more money.

They told me a manager would call me back the next day. A week went by and no call so I called them and told them I would pay the $50 to get a NEW printer and they agreed. while they were setting up the exchange, they accidently hung up on me and called back and then they hung up on me again. This process went on for an hour and a half

I called back and asked for the representative I was working with and they refused to let me talk to the same person and told me I had to go through all the troubleshooting steps again. I asked for a manager and he has put me on hold. This process took another hour.Desired Settlement: I just want a new printer that works. I didn't purchase a used printer, I purchased a new one.

I may decide to pursue collecting damages for the inordinate amount time spent dealing with this defective printer issue in small claims court.

Consumer

Response:

The company, Brother International, has resolved the issue on their own. I have received a new and functioning product from them. Although it is unfortunate that I had to go to this extent to get the response every consumer directly deserves, I did finally receive a new and functioning printer without any funds deducted from my credit card.

I'm not sure what the next step is, but this issue can be considered “closed” . Thank you for your assistance in this matter, I sincerely appreciate your efforts.

Please let me know if there is anything else I need to do.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased the Brother [redacted] scanner on [redacted] in September 2014. After scanning approx 3000 pages on it, it broke down with a multifeed error. [redacted] wouldn't refund me because I was over their 90 day return policy, I contacted Brother and after much struggle, they agreed to exchange my machine and send me a "new" one. I no longer need the scanner and since [redacted] wouldn't refund me (after their 90 day return policy), I decided to turn around and sell this "new" scanner that Brother exchanged on [redacted] because this was the only way I would get my money back... and even then, not the full amount. I purchased it for $286.06 on [redacted] and sold it on [redacted] for $270 but I also paid for shipping which was $33.72 and [redacted] took out a $27 fee. Which means I was selling it for $209.28 which was $76.78 less than what I paid. Well, I sold it on [redacted] and shipped it out and the person requested to return the scanner for a full refund because he somehow found out it was REFURBISHED and I had listed it on [redacted] as "brand new." Basically, calling me a liar. So now, I had to pay more shipping to pay for him to return the item... around $10 more for this. Now, I have this refurbished scanner that I can't resell for $286.06 + all the other costs to recoup them and Brother won't do anything about it. They barely answer the emails that I send them. These are the 2 ticket numbers I sent, including a Google Drive link to all of my backup documents and pictures : Sept 23, 2015 email ticket # [redacted] (no response) and Sept 29, 2015 email ticket # [redacted] that one was responded to but basically saying they couldn't do anything for me. I need a resolution to this. Here is the [redacted] to all of the backup: [redacted]Desired Settlement: I want to return this machine to Brother (they pay the shipping) and I want the following expenses reimbursed to me: $286.06 (my original cost of the scanner) + $33.72 shipping of scanner to [redacted] purchaser + $27 [redacted] fee + $10 shipping for [redacted] purchaser to return the item to me which totals $356. I want to return this scanner to Brother at their expense and then have them refund me $356.

Business

Response:

Dear Revdex.com,As we advised in our first response on October 15, 2015

along with the warranty statements we attached. Brother stands behind the [redacted] with our warranty terms and

conditions. What this consist of, is, if

we elect to replace the machine due to mechanical troubles, we reserve the

right to send a refurbish or remanufactured replacement. This in lieu of whether the customer purchased

a “New” or “Remanufactured” machine from

our authorized retail chain (s) that sell our product.We are respectfully declining [redacted] request to be reimbursed. Any type of refund or return of the product,

she will need to contact the place of purchase concerning their return or

refund policies. Brother cannot interfere nor dictate refund or return policies

of retail stores, however we will fully stand behind the terms of the warranty

on the [redacted]. Sincerely, Mike F[redacted]Brother International[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Nothing has been resolved. Brother is not even acknowledging

the fact that the original brand new machine that I purchased should not have

had an issue within 3,000 pages of scanning. They are not even acknowledging

the headache that I have had to deal with in this entire process. I am

extremely disappointed in their level of customer service. They clearly do not

want to keep their loyal customers. One thing I learned in business school was

that it costs more to obtain a new customer than it does to retain one of your

existing customers. Mr. F[redacted]k clearly did not even thoroughly review the [redacted] documents or he would see my chat conversation with [redacted] where I asked them for a refund for this product before receiving the refurbished machine from Brother. I would like to see a resolution to this.

Regards,

Review: I purchased a [redacted] Brother Scanner from [redacted] on the October 23, 2013. When I went to register the device on line I was offered 'BR RECEIPT' software. Put my [redacted] number in and was charged $9.99. A few minutes later the software was downloaded and I installed it. I called Customer Service with a problem I was having and was given the correct advice. Today I looked for the BR RECEIPT USERS GUIDE. I found it and downloaded it. When I went to print it I found the print was greyed out. I searched a bit more for the security portion of the PDF file. It states you cannot do: Print or Modify or Copy. This is seems strange to me since it is 1) A downloaded file with no prior documentation 2) I paid $9.99 for the program in question. 3) It would seem one should be able to print out the user guide if that is the only guide there is to the software you paid $9.99 for.Desired Settlement: Either Email me a printable BR RECEIPT USERS GUIDE or send me a BR RECEIPT USERS GUIDE or send an unlocked pdf file to me via email so I may print the BR RECEIPT USERS GUIDE

Business

Response:

Brother has made the correction. Our customer support contacted Mr. [redacted] on 10/30/13, left a voice message that the manual would be available on 10/31/13. On 10/31/13 an email was sent to the customer advising this, email we have on file is [redacted]

Please let me know if there are any further questions, ###-###-####Ext[redacted]

Executive Office

Brother International

Review: I purchased a $300+ Brother duplex printer, for my clinic business. I had used a [redacted] prior and was frustrated with the software, although the machine and toner were amazing...

Within 1 month I noticed very LOW toner with just 2-300 pages printed (internal schematic) on the black cartridge, even though many pages had been blank or color. I noted the color ink was much lower than it should be as well...

At this juncture I was already calling Brother due to 1.) color calibration issues/streaking and 2.) wireless connectivity. The customer service was robotic and insightful and in the end completely unhelpful. But seeing that color nor wireless was not a primary use, I was going to live with it and assume it was ok. We have a busy office.

BUT at 6 weeks I received a LOW ink warning. The total pages printed was around 600 (again, this was an internal schematic from the machine and many of those pages were completely colored, unworried and or blank...)

I wrote Brother with a concern. I have business and patients to take care of. In one weeks time I received NO answer. And at that point the printer shut down because the black toner was completely empty!

I wrote Brother again and demanded help--and this time they did write me back and scheduled a call.

When I got the call the rep. was again robotic and completely unhelpful. Furthermore, the rep. had no record of my previous inquiry, and I was not near the machine itself because the scheduler did not specify the need. SO we had to schedule another call, and I needed to return to the office. Terrible service.

At the second call, again the customer service was robotic and rude. And suddenly they had an answer: The reason you cannot print is because it was "starter toner." That was the first I had heard of that.

I asked for documentation, but initially they only quoted from their scripts. I looked online and could find nothing.

I looked at the manual for my printer and again saw NOTHING that stated it was starter toner and it would produce less than the advertised "2500 pages of a typical cartridge.

I asked to speak to a supervisor. Again, rude, again unhelpful. I asked to speak to her supervisor. She was "unavailable" but would call me back.

A lady did call me back (this one could actually speak legible english) and was actually smart--but still did not help me. She gave me semantics about pages actually being "250 words on a letter sized paper folded 4 ways" that meant actually nothing and proved the point of false advertisement. She pointed out where it was listed on line and on the box....EXTREMELY small print and in unclear terms.

I asked why I should not return the item and go with another company, and the best she could come up with was that "everyone does this" and--due to the fact that I had other issues already--said I could take it to a service center and they would fix the printer at no cost to me--oh but wait! If there was nothing wrong, I would get charged!

The bottom line is that besides the machine not working well, the toner capacity is COMPLETELY MISLEADING. Having spent hundred on a printer on expects the toner to last longer than 4 weeks.

But even their excuse is not consistent--that it I starter toner and that it goes about 1000 pages per cartridge. I only got 600 pages of MIXED USE of ALL CARTRIDGES. I did not print all black at all....

I have received no help. The toner and small print semantics is a GOUGING tactic. Forums online have complained of similar of Brother.

For a company that claims to be the class of the office printing world, I expect better.Desired Settlement: I want free replacement toner for the unit I purchased.

Business

Response:

Dear Revdex.com,Brother explained to the customer on 2/3/14 that starer toner cartrdiges are included with the machine of purchase. The starter toner cartridges should last approxmately 1000 pages. This approximate page yeild is in accordance with the ISO/IEC 19798 using letter or A4 size paper which is the industry standard. Printing at 5% coverage, menaing 150-200 words per page should approxamtely receive 1000 pages. If printing at 10% coverage then the aproxamete life to the starter toner cartrdige would be half (500pages). Sincerely,Customer Relations

Review: We had purchased a brother all in one copy machine because they were supposed to be of good quality. We have only had problems with brother machines. I had to take the first two into [redacted] and exchange them. The third machine started acting up and it four phone calls and almost twenty hours to resolve the matter. We experienced unprofessional staff that barely spoke English. I requested speaking to a supervisor twice and I received excuses of why I couldn't speak to one. I had to call back and ask for one first to speak to one. We finally have a replacement but they wanted my credit card and said they would place a hold on it of $50 until I sent the other copier back? On top of that the replacement is a refurbished machine.

I would have preferred my money back so I could purchase another brand copier. We no longer trust brother in anyway.Desired Settlement: I'm not sure.

Business

Response:

Dear Revdex.com,The Brother MFCJ870DW comes with a two (2) year manufacture warranty from the date of purchase. If Brother cannot resovle the problem over the phone we can elect to offer a replacement unit of the same machine, however we do reserver to offer a refurbish product if we do not have new machines in inventory. A credit card is needed to process the swap and a hold $50.00 is placed. This is to ensure that we receive the malfunction product back. Once Brother does recieve the prodcut back the old is then removed from the customer's credit card and is not charged in any way. We have notcied that the orginal product has been returned under [redacted] tracking number [redacted] to our Tennessee facility on March 24, 2015. So therfore the hold of $50.00 has been removed from the customer's credit card.Please let us know if you have any further questions or concerns. I can be reached Monday-Friday from 9:00 am to 5:00 pm EST at [redacted]Sincerely,Mike F[redacted]Executive OfficeBrother International

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Under no circumstance should we have been expected to spend 20 hours on the phone trying to resolve issues with this copier. Even after this much time on the phone it was still hard to receive a replacement. As a customer how does this show us that you value our business? Two other issue: is the new copier still under a warranty? 2. the amount of my ink that you used running tests, and yes you sent some color cartridges towards the end, however this didn't equal the amount you wasted on your tests.For you to send a refurbished computer instead of a new one is a slap in the face. Disgraceful.

Regards,

Review: Approximately 3 months ago I purchased a Brother Printer Model MFC-J870dw. It never worked properly from the beginning. First of all, It would not recognize the wireless router after 2 or more pages and would have to be reprogrammed. Secondly it would not feed one sheet of paper at a time, but several about two inches behind each other. Thirdly the black ink cartridge went empty after less than 15 sparsely printed sheets and would not recognize the cartridge when reinstalled. I called the toll free number and the attendant was sarcastic and not helpful at all. Once again I called and spent over an hour on the telephone with an attendant who walked me through several steps without any solution to the malfunction. I have since disconnected the printer, virtually giving up on using it. I have experienced total dissatisfaction feel I am due some corrective measure.Desired Settlement: Refund, repair, exchange for one that works.

Business

Response:

Dear [redacted] This letter is in response to your Revdex.com complaint regarding a problem you encountered with your Brother MFCJ870DW The amount of ink your Brother machine uses can vary depending on different factors, the first of which is what you print. Brother ink cartridges are rated at 5% page coverage, which is the standard by which most companies measure their ink cartridge life. Of course, if you print at more than 5% page coverage, then the life of your ink cartridges will be reduced. For example, a person who prints photographs and complex graphics will use ink significantly faster than a person who normally prints text-only documents. The approximate life cycle of a standard genuine Brother black LC101BK, ink cartridge is approximately 300 pages at 5% coverage (letter/A4) in accordance with the ISO/IEC 2471. The figures are based upon the following assumptions: Continuous printing at a resolution of 600 x 600 dpi in normal mode after installing ink cartridges; the printing frequency; number of pages printed; periodic, automatic, print head assembly cleaning (Your machine will clean the print head assembly periodically. This process will use a small amount of ink): and, ink remaining in cartridge identified as “empty” (It is necessary to leave a small amount of ink in the ink cartridge to prevent air from drying and damaging the print head assembly) Another factor is the number of times your machine needs to clean the print head nozzles. Whether you are using the colors a great deal or very little, the Brother machine must clean all the nozzles on the print head regularly to achieve optimum print quality. Your Brother machine uses a small amount of ink each time it performs its routine cleaning. This is why even minimal use of the color cartridges causes a gradual depletion of ink. If you do not use your color ink, it will dry in the ink jets and ultimately cause poor print quality. In order to keep the print quality at its best, the machine will continue to clean the nozzles as needed. This process is common to all inkjet machines. Yet another factor pertains to using a color machine as a PC printer. Since Brother inkjet machines offer full-color printing, the default setting of the print driver is “Color”. As a result, the ink colors are mixed in the appropriate amounts to produce the selected color. Even a document containing nothing but black text will combine all 3 colors to produce black print. Changing your printing preferences from “Color” to “Mono” or “Grayscale” when printing documents with only black text or images will allow the machine to use only the black cartridge when printing the color black, and will help avoid unnecessary color ink consumption. Your Brother machine is designed to stop all printing operations (printing from the pc, printing received faxes and printing copies or reports) when any of the ink cartridges are empty. This is to ensure the long life of the print head and maintain premium print quality. Please understand if the unit was to continue printing, print jobs and cleaning cycles would suction air from the dry cartridge and damage the print head. Even if you print black only or changed the print settings to “Mono” or “Grayscale” to avoid printing in color, the programmed cleaning cycles would still suction the dry cartridge, because they are programmed to clean all the ink nozzles. The only way to continue printing is to replace the empty ink cartridge or cartridges. We hope this information is helpful to you. If you have any further questions or concerns, please do not hesitate to contact us again. Sincerely, [redacted]Customer relations

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This printer never worked properly from the start! I understand the consumption of the ink cartridges as I have used and owned printers in the past. After a very short time and less than 2 weeks, with less than 10 sheets with a very low percentage of print, mostly attempting to get it to work, I gave up getting any satisfaction. I don't need any more wordy excuses, only need some sort of compensation to offset my bad investment in your obviously faulty printer.

Regards,

Business

Response:

Dear Revdex.com,Brother has reached to [redacted] today (3/11/15) to discuss his concerns and issues and follow up on the letter that was sent on our first response. Since the machine has shut down due to the empty inks we cannot troubleshoot the problems of (multiple feedings and wireless connectivity). We are sending the customer a set of LC101 ink cartridges at no charge so we can continue to troubleshoot his concerns. I explained to the customer that our customer service would have to duplicate the error (s) he is advising before we can issue warranty terms and conditions. Without duplicating the problem, the machine is running as designed. I further explained if he brought his unit to an Authorized Service Center (ASC) for Brother and they too could not find anything wrong with the machine then he would be charged diagnostic fee. However, if they do confirm a manufacture issue Brother would cover the repair under warranty. First though, Brother is sending the replacement ink cartridges to the customer today, so we can finish all testing of the product to determine any additional issues., which the customer agreed with.Sincerely,[redacted]Customer RelationsBrother International

Review: After repeated calls regarding a printer we purchased in May of 2014, we finally got someone who didn't hang up on us after "Putting us on hold to check something".

We were then told that since the printer wasn't registered, there's no warranty and hung up on.

We called back and were asked for the serial number of the toner used.....to diagnose a paper jam. That's like asking what brand of gas is used in a car to diagnose a bad timing chain.

When we asked why that mattered, we were told if we don't use genuine brother toner, they won't troubleshoot anything.

After repeated calls, we finally got someone to acknowledge there was something wrong with the printer. Only to be told that we had to pay for shipping back and forth, and we would have to pay for repairs as well.

At what point does a warranty get defined at "We'll charge you for every aspect of service on our defective product."?Desired Settlement: I want the warranty repair honored when we have a problem. We have purchased hundreds of printers and your service has been absolute garbage at EVERY SINGLE INTERACTION.

Having dealt with every major telecomm provider and dozens of vendors, I do have to say, without any comparison, that the service provided by your company is the worst I have ever seen. Ever.

I have never seen any other company so actively go out of their way to find a reason NOT to help.

Business

Response:

Dear Revdex.com,This letter is to follow up with regards to [redacted] Revdex.com complaint. Brother International has followed up to discuss the customer's concern. It was explained to [redacted] that toner cartridge serial numbers need to be confirmed to valided if the cartridge is a genuine Brother toner, or generic toner. Generic toner cartridges can cause isolated paper jams as the paper has to pass through the toner and drum. Brother will only replace MFC7860DW under the warrnaty terms and conditons if the problem cannot be resolved over the phone. Our agents were able to troubleshoot the problem over the phone on 12/16/14 which we resolved the problem. There was intermimittent jamming, but we could not duplicate the jammiing over the phone as the machine was operating the way it was designed too.We can recommend an Authorized Service Center (ASC) however, the cusotmer is responsible to bring their machine to the ASC. So, if they want to ship the unit to the ASC they would have to pay for that cost. Once the ASC diagnose the machine and if they do find a mechincal issue with the printer then Brother will cover all cost of the warranty repair. However, if the ASC cannot find any mechincal issue with the printer then the customer is charged the diagnostic fee under our warranty terms and conditons.This has been explained to [redacted] today.Sincerely,Customer RelationsBrother International

Review: I recently contacted Brother International for an issue I was having regarding printing on Bar 4 sized (5.13" x 3.63") envelopes using an HL-2170W printer. I was advised by a Brother tech representative to uninstall my current printer driver and re-install a printer driver compatible with windows 7. After uninstalling and re-installing the drivers, my printer which was functioning prior to the service call now will not turn on. The technician guided me through each step of the uninstall/re-install process which I followed diligently and now my printer is not functioning. I've contacted Brother several times to rectify this problem, but they will not take accountability for their actions stating that my printer is out of warranty and any repairs will be at my expense. The printer is a little over a year old and this is the first problem I've experienced since its purchase.

I contacted a local Brother repair center and the diagnosis I received is that the printer board is fried and the repair is estimated at $150. I am a loyal consumer of Brother products and will continue to purchase their products in the future. My issue is not with the quality of their products but rather with the erroneous procedure provided by the technician. I trusted that this technician was well versed in solving my issue and he in turn caused a larger problem.

I do not recall the name of the tech I spoke with but the ticket number for the service call is: [redacted]. I also spoke with a supervisor regarding the repair or replacement of my printer. His name is [redacted] and his work ID # is [redacted].

Thank you for your attention to this matter.Desired Settlement: I would like my printer to be repaired or replaced at the expense of Brother International.

Business

Response:

Dear [redacted]

We do apologize for any inconvenience you have had with your Brother HL2170DW. Please understand uninstalling and reinstalling the software could not damage the power supply, as they are different functions. However, powering down the machine and turning the machine back on could have caused the power supply to stop functioning. Due to the age of the machine with wear and tear this could be possible that the power supply needed to replace. I would like to personally assure that this was not caused by the Brother support or the troubleshooting steps. However, Since we value our customer's and this happened on the phone with Brother support we do understand your concern for this issue Brother will make a one time accommodation to cover both the parts and labor that is needed to repair your HL2170DW. if you are interested in our accommodation, I can be reached at [redacted] Monday through Friday from 9:00am to 5:00pm EST to arrange a service request being sent to the Authorized service center closed to your location.

Best Regards,

Executive Office

Brother International

Review: I own a Brother all-in-one printer (Model No. DCP-8060). I recently upgraded to the Windows 8 operating system. Now I cannot use my Brother printer because Brother refuses to make available the Windows 8 driver for my printer. I have tried all of the recommended troubleshooting steps for this known issue.Desired Settlement: Brother should make available the Windows 8 driver for the DPC-8060. They already make these drivers available for all other operating systems (Windows XP, 7 etc.)

Business

Response:

Dear [redacted]The DCP8060 is compatible with Windows 8. I have supplied a link explaining the following, http://support.brother.com/g/s/id/os/windows.html. Please understand that the drivers for the DCP8060 are built into Windows 8. However, due to the age of the DCP8060 (over 9 years since production) Brother will not be manufacturing "Brother Original" drivers for this machine. If you have any further questions please contact our customer support at [redacted] as they will be able to answer any further questions you may have.Sincerely,Customer RelationsBrother International

Consumer

Response:

Review: [redacted]

The company admits that it has never provided adequate support for this product, because their drivers are only available to the consumer "built in" to the operating system, and are not available directly from the company. Most responsible technology companies have drivers "built-in" to the operating system AND also make the drivers available to the consumer directly from the company (in case there are problems with the "built-in" driver). In the future, Brother should always ensure that its customers can obtain drivers both built in AND directly from the company.

Regards,

Review: Contacted Brother 12/12/13 regarding the printer printing a black page. A new printer was sent, but it was still printing black pages. Called again and they sent out a new drum unit. Printed approx 10 pages fine and then further issues occurred. Called back and emailed scans of the pages on 1/2/14. I emailed again on 1/4/14 when I did not hear back on 1/3 letting the service person know that I was a teacher and this was only way to print more than 5-10 pages and school started back in a few days. Called 1/9/14 and left a voicemail prior to 5PM URGENTLY stating that I had not heard back from anyone since 1/2 and needed a working printer as soon as possible as school had started and I am unable to provide my students with anything due to the delay. Emailed AGAIN on 1/13/14 requesting that I hear SOMETHING the next day 1/14/14. It is now 1/14. It has been OVER 1 MONTH trying 1 step at a time with days of shipping and DAYS of NO RESPONSE FROM SERVICE CONSULTANTS. I understand it is your goal to try and solve the situation as cheaply as possible, but this is ridiculous.Desired Settlement: A brand new unit (same or greater value) that has been verified to work properly shipped next day to my home along with (2) high-yield toners (TN750) as I had just put a brand new one in approx 100 pages prior to the issue arising and have replaced with another one to try and fix the problem that I was not getting help on.

Business

Response:

Brother followed up with [redacted] on 1/30/14. Our product support specialist confirmed the issue is now spots and horizontal black bands on the front and back of the paper. The issue was temporarily resolved after replacing the drum. The HL5470DW was being used on metal filing cabinet. We had the customer move the machine to her desk then had the customer print a large print job that she would normally see the reported issue. There were no issues in printing after moving the printer of the metal cabinet. Sometimes using the machine on a conductive surface can cause these types of issues. Our product support specialist will issue a follow up call later today to see if the machine is operating correctly. Please let me know if you have any further questions, I can be reached at [redacted]

Customer Relations

Brother International

Review: I purchased a Brother MFC J4510 printer in February 2014. Since April of 2014 I have been trying to get a satisfactory response from Brother to address all of the issues I have had with their printers. I have spent countless hours on the phone with their technicians, addressing the same concerns over and over again. They send me three replacement J4510 printers, before finally offering to send me the newest release, the J4620, which they said addressed some of the problems with the 4510. I continue to have problems with this printer. [redacted] will not return my calls, and has not made any effort to help me resolve the issues for good. All he wants to do is have a technician call me to troubleshoot the problem or have me take the printer to a repair shop. There is a design flaw in these printers - it is not a repairable issue. I am not going to waste any more hours on this product.

The J4620DW still feeds multiple pages at a time, fails to print text in the middle of a page, prints off the edge of the page and cannot feed a document in to scan it straight. Every scan through the feeder is crooked. The machine makes a high pitch squeal on start up, is slow to respond and even slower to print. The images and text that do print are very faded. I asked one of the many technicians I have spoken with about the faded type, and he said it was by design to address ink consumption complaints with the previous model. THIS PRINTER IS NOT SATISFACTORY FOR SMALL BUSINESS USE - yet, it has Business Smart Series printed right on it.

Mr. [redacted] has had zero empathy with what I am dealing with - and have been dealing with for almost a year. All of the correspondence I receive from Brother states that they strive for 100% Customer Satisfaction, yet they refuse to offer a reasonable;e solution to this issue. Mr. [redacted] himself even acknowledged that he would not be satisfied with the level of service (or lack of) that I have received.Desired Settlement: I have request a refund and was denied. I requested a different model and offered to pay the difference...denied. I have asked to return the printer and get credit to purchase ink for one of the four other Brother printers I have in my small office....denied. All they want to do is send me more of the same - how does that resolve the issue?? Mr. [redacted] will respond to this complaint, will likely not give me a satisfactory answer and the complaint will be closed because he addressed it with me. How Brother continues to have an A+ rating with the Revdex.com with the amount of complaints and unsatisfactory resolutions is beyond me. I have not made any unreasonable requests, and a corporation the size of Brother should have a much better policy regarding costumer satisfaction. I have not had this poor of a level of service from any other company in the past. Beyond disappointing .... For what it's worth, my original complaint was filed in July, ref #[redacted]

Business

Response:

Brother has attached our formal response along with warranty on the MFCJ462DW.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchase a Brothers PTP750W printer from an online retailer 07/09/14 received 07/11/14, new out of the box the unit failed to print labels without jamming the machine, I opened a support case with Brothers on 7/14/14, and after email exchanges and phone calls with their tech support it was determined that the unit’s cutter was malfunctioning, I was told that a brand new replacement would be sent out, not a refurbished unit in advance to replace the failed machine, I received the replacement unit 7/21/14 in the retail packaging that was damage and the unit inside was marred up and clearing not in a new condition, I returned a call to Brothers tech support that night with the issue and was assured a new machine would be sent out. 7/24/14 the second unit arrives, this time the unit is in in a brown box packaging but the machine inside is still clearly not a new machine as promised with marring on the machines smooth plastics. 7/25/14 I contact support and request to speak to a supervisor, spoke with [redacted] from customer support who could not resolve my issue, said the case had been elevated to her supervisor [redacted] who is the head of customer support. I was also told that this product is so new they have no refurbished parts or units. 7/28/14 received call from [redacted] about printers, after speaking with her it was agreed upon a “QA” quality assured product would be sent out and I would return the previous two incorrect units. 7/29/14 received third unit, in retail packaging and the unit inside is worse than the previous two units received, place call to [redacted]’s desk informing her of the issues. 7/30/14 received voicemail from [redacted] stating simply that she had sent an email to there where house to find out what had happened. At this point the company has failed completely to honor there warranty and to ship me the correct functioning product and the issue needs to be resolved outside of the Brothers companyDesired Settlement: A brand new retail unit with all supply's shipped overnight to my house immediately

Business

Response:

Brother swapped this machine on 8/5/14 with a brand new PTP750W, along with issuing an a full detail inspections on the following replacements the customer received.

Executive Office

Brother International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Brother fails to provide customer service to the west coast customers.

I purchased a HL-L2340DW in January 2015. I paid approximately $120. I need assistance in setting up wireless printing. Brother does not provide service to the West Coast customers. Most people get off work at 5 p.m. and take 30-60 minutes to travel home. They do not receive calls after 6 p.m. (Pacific Time). They do not have any week-end hours. I have called FOUR TIMES after rushing home from work. I hold for 30-45 minutes, only to be told, at 6 p.m., they will not answer my call and the line goes dead.

Please provide a resolution. This is my first time buying a Brother Printer and I deserve customer service as much as those who reside on the East Coast.Desired Settlement: I request an opportunity to receive Customer Support (such as a direct line) which will receive and ANSWER my call after 5 p.m. Pacific Time, or on a Saturday. I am EXTREMELY frustrated that this has been going on for many weeks and Brother, literally, does not provide us with Customer support. I leave my home at 6:40 a.m. for work and calling at 6 a.m. Pacific Time is obviously not helpful. Please respond to me. I am a brand new customer and would like to use my printer.

Business

Response:

Dear Revdex.com,Brother Intenational, has customer support hours from 9:00am to 9:00pm EST on our Printers, and MFC products. We also supply customer support on Saturdays from 9:00am to 5:00pm EST. Our customer support number is [redacted] Brother currently does not provide any additonal later hours of support. If you have any further questions I can be reached at [redacted] Monday through Friday from 9:00am to 5:00pm EST.Mike F[redacted]Executive OfficeBrother International